Associate Product Support Specialist

In a fast‑growing organization, strong performance may lead to expanded system administration responsibilities, senior support roles, or specialization within eQMS or Quality Systems Support.

Accuracy and timeliness of onboarding and administrative system activities.

Responsiveness to IT Solutions and global support requests.

Adherence to SOPs, data integrity standards, and governance requirements.

Audit readiness of maintained administrative records.

Eurofins has a strong focus on Performance Management system.

This includes quarterly calibrations, half-yearly reviews and annual reviews.

The KPIs shall be set and may vary slightly between projects.

These will be clearly communicated, documented during the first 30 days of your joining.

Profile description:

Autonomous, proactive, analytical, rigorous, service-oriented and able to communicate calmly during incidents.

Bachelor’s degree or diploma, or equivalent in IT Engineering, Computer Science, Information Systems or related field; equivalent experience may be considered.

Quality Management, CSV/GxP, ITIL or regulated systems training is desirable.

Language skills:

Fluent professional English required; additional regional languages are an advantage for global support.

Type and duration of previous experience:

0 - 3 years in IT support or application support, ideally in an international regulated environment.

Web applications, ticketing tools, user/access troubleshooting, reporting/export troubleshooting, environment checks and basic scripting/automation awareness.

Ability to coordinate across L1, L2, L3, product, development, infrastructure, validation, deployment and business/key-user teams.

Strong IT Service Management mindset, including incident, request, change, problem and escalation handling.

Practical experience with BMC Helix ITSM or equivalent ticketing tools.

Understanding of regulated computerized systems, GAMP5 principles, audit trail expectations, electronic signatures and controlled documentation practices.

Good functional understanding of eQMS or comparable Quality Management Systems, especially Document Control, Training and Change Management.

Ability to troubleshoot web application behavior, browser/user-context issues, permission/access problems, reporting/export issues and integration/synchronization symptoms.

Ability to work with global stakeholders, key users, developers, QA/validation and infrastructure teams across time zones.

Clear written communication in English, including concise incident updates, user guidance and management summaries.

Analytical mindset, attention to detail, customer-care sensitivity and discipline in maintaining ticket evidence and knowledge records.

Python, SQL, scripting, monitoring or log-analysis knowledge is an advantage but not mandatory for the agent role.